Our brand new Customer Care Policy was created with input from our customers and designed to make every interaction with us clearer, easier, and more supportive.

Our commitment is simple: to treat every customer with fairness, respect, and understanding — every time you contact us.

What’s New?
Our policy sets out what you can expect from us and how we’ll work to deliver great service. Here are the key highlights:

Our Four Golden Rules
1. We’ll Get Things Right First Time
We’ll respond quickly, explain what happens next, and keep you updated.2. We’ll Provide Services You Need and Want
We’ll listen to your feedback, understand your needs, and adapt services to suit all customers — especially those who may require additional support.
3. We’ll Learn from Mistakes
If we get something wrong, we’ll apologise, put it right, and use your feedback to improve the way we work.
4. We’ll Support Our Team to Support You
Our staff are trained, informed, and equipped to deliver excellent service in every interaction.

Easy and Equal Access for Everyone

We want our services to be accessible to all. That means offering information in a way that works for you — whether that’s over the phone, face to face, online, or via translation and accessibility tools.

Clear Service Standards
The policy also explains what you can expect when you contact us, including:

— Acknowledgement of written enquiries within 2 working days
— Our aim to resolve your query at the first point of contact
— Updates within 2 working days if your enquiry is passed to a specialist team
— Respectful, professional service whether you contact us online, by phone, or during a home visit

You can view the policy and leaflet here.